Web integrated interactive voice response

ABSTRACT

One embodiment of a representative system for web integrated interactive voice response includes an interactive voice response system adapted to provide a plurality of voice menus to a user over a telephone and a graphical user interface system adapted to provide a plurality of menus in a graphical format to the user over a network connection. Information provided in the voice menus corresponds to information provided in the menus in the graphical format and is responsive to commands received by the graphical user interface system from the user. Other systems and methods are also provided.

CROSS-REFERENCE TO RELATED APPLICATION

This application is a continuation-in-part of copending U.S. utilityapplication entitled, “Web Integrated Interactive Voice Response,”having Ser. No. 10/159,825, filed May 30, 2002, which is entirelyincorporated herein by reference.

BACKGROUND

The present disclosure is generally related to telecommunications andmore particularly to the integration of interactive voice responsesystems and web browsers.

The telecommunications industry has undergone rapid changes in the pastseveral years. With the development of the advanced intelligent network(AIN), telephone companies are poised to offer a multitude of newservices to subscribers. One service that many telephone serviceproviders now offer is a call center, which can be facilitated by theAIN. One example of an AIN is further described in U.S. Pat. No.5,701,301 and U.S. Pat. No. 5,838,774, each of which is herebyincorporated by reference. The call center can comprise an interactivevoice response (IVR) system that interacts with a calling party over thetelephone network through dualtone multi-frequency (DTMF) of DTMFsignaling in the public switched telephone network (PSTN).

IVR systems in particular have allowed telephone service providers toefficiently host call centers for business customers. An IVR system maybe used to dispense or collect information from callers, includingpre-classifying calls, thus allowing service representatives tospecialize in particular areas, cutting down on the need for liveknowledgeable receptionists to receive calls and route them correctly.Alternatively, the entire call may take place over the IVR system,without the need for interaction with a service representative.

However, though these IVR systems may improve efficiency for theemployees of the service provider, these systems are often the subjectof much frustration with a calling party who may become stranded orconfused in the IVR system. The user may not know how to return to theprevious menu after choosing the wrong menu, or the user may not knowhow to replay a menu after missing a choice. Moreover, the voice menumay seem endless to the calling party because the calling party has noidea at what point he or she will reach a service representative oraccomplish the intended objective.

Therefore, there is a need for systems and method that address theseand/or other perceived shortcomings of the prior art.

SUMMARY

One embodiment of the present disclosure provides systems and methodsfor web integrated interactive voice response. One embodiment of arepresentative system includes an interactive voice response systemadapted to provide a plurality of voice menus to a user over a telephoneand a graphical user interface system adapted to provide a plurality ofmenus in a graphical format to the user over a network connection.Information provided in the voice menus corresponds to informationprovided in the menus in the graphical format and is responsive tocommands received by the graphical user interface system from the user.

One embodiment of a representative method includes the following steps:sending a graphical user interface format over a network to the user;and sending a voice menu format to the user, wherein informationprovided in the voice menu format corresponds to information provided inthe graphical user interface format.

Other systems, methods, features, and advantages of the presentdisclosure will be or become apparent to one with skill in the art uponexamination of the following drawings and detailed description. It isintended that all such additional systems, methods, features, andadvantages included within this description, be within the scope of thepresent disclosure.

BRIEF DESCRIPTION OF THE DRAWINGS

The disclosure can be better understood with reference to the followingdrawings. The components in the drawings are not necessarily to scale,emphasis instead being placed upon clearly illustrating the principlesof the present disclosure. Moreover, in the drawings, like referencenumerals designate corresponding parts throughout the several views.

FIG. 1 is a block diagram illustrating a first embodiment, among others,of the present disclosure.

FIG. 2 is a flowchart showing the operation of the first embodiment ofthe present disclosure, among others.

FIG. 3 is a schematic diagram illustrating one embodiment, among others,of the present disclosure.

FIG. 4 is a call flow diagram detailing the operation of the embodimentshown in FIG. 3.

FIG. 5 is a schematic diagram illustrating a second embodiment, amongothers, of the present disclosure.

FIG. 6 is a call flow diagram detailing an embodiment, among others, ofthe operation of the system of FIG. 5.

FIG. 7A is a block diagram illustrating one embodiment, among others, ofa communication system of the present disclosure.

FIG. 7B is a block diagram illustrating one embodiment, among others, ofpoint to point communication system of the present disclosure.

FIGS. 8-12 are diagrams illustrating embodiments of web pagescorresponding to GUI format menus.

FIG. 13 is a flowchart showing the operation of one embodiment of thepresent disclosure, among others.

DETAILED DESCRIPTION

Various embodiments of the disclosure now will be described more fullywith reference to the accompanying drawings. Embodiments may be in manydifferent forms and should not be construed as limited to theembodiments set forth herein; rather, these embodiments are intended toconvey the scope of the disclosure to those skilled in the art.Furthermore, all “examples” given herein are intended to benon-limiting.

Referring now to FIG. 1, shown is a block diagram of one embodiment,among others, of the present disclosure. In this embodiment a callingparty location 100 includes a standard plain-old telephone service(POTS) telephone 101 operating substantially within the POTS frequencyrange. The POTS frequency range may be defined as the frequency range of0 to 4 kilohertz (kHz), which contains substantially the range offrequencies which are audible to the human ear.

The telephone 101 may be coupled to a switching system 102 throughconnection 103. The switching system 102 is operable to connect callsbetween system subscribers. In order to properly route calls, theswitching system 102 may be coupled to a call processing system 104 viaconnection 105. The call processing system 104 generally includes acustomer database. The customer database can include subscriber specifichandling information and call routing information. The routinginformation is used to connect the call to the proper party, while thesubscriber specific handling information encompasses the individualservices to which the calling or called parties subscribe.

In one embodiment, among others, of the current disclosure, one of theservices can include a call center provided by the telephone serviceprovider. A call center may include an IVR which queries the caller,receives feedback, and routes the call to the appropriate servicerepresentative. In one embodiment of the present disclosure, the IVRcould be a web integrated IVR 106.

The web integrated IVR 106 can receive incoming calls via line 107 andprovide an interactive voice response service to the calling party. Theweb integrated IVR can also send queries to the call processing systemvia line 108. When an incoming call is received, the web integrated IVR106 can send a query to the call processing system 104 to determinewhether or not the calling party 100 has a computer 109, shown having amodem 110, with an accessible connection 111 to the network 112. Thenetwork connection may include, alternatively, a standard modem, a cablemodem, a digital subscriber line, an ethernet connection, or any othermethod which provides computer connectivity to a computer network.

The call processing system 104 is coupled to the network 112 via line113, and can include a database comprising a list of users withaccessible network connections. The call processing system 104 cancompile this database through a registration application residing on thecalling party computer 109 which sends a registration request throughthe network 112 to the call processing system 104, connected to thenetwork via line 113. The registration application could be a customapplication, or even an instant messaging client residing on the callingparty computer 109, among others. Common instant messaging clients,among others, include: MSN Messenger, available from Microsoft, Corp. ofRedmond, Wash.; Yahoo! Messenger, available from Yahoo!, Inc. ofSunnyvale, Calif.; AOL Instant Messenger, available from America Online,Inc. of Dulles, Va.; and Jabber Instant Messenger, available fromJabber, Inc. of Denver, Colo. One skilled in the art will furtherrecognize that the Jabber Instant Messenger comprises an open systemsarchitecture. Open systems architectures generally allow a user tomanipulate the source program to tailor the client to specific needs ofeach individual user. Used in this context, the open system architecturecould facilitate the development of a custom application to provide aregistration with a central user database. In alternative embodiments,each of these alternative text communication applications, among others,are intended to be included within the scope of the present disclosure.

Alternatively, the call processing system 104 could receive the queryfrom the web integrated IVR 106, and relay the query to the network 112.However, in order to do this the web integrated IVR 106 should haveaccess to the applicable-network database. Furthermore, the webintegrated IVR 106 needs a way to map the calling party's telephonenumber (or other identification) to a network address. The networkservice provider providing network access to the calling party mayinclude a database that dynamically assigns network addresses to itsusers as they log on and log off of the network 112. The network serviceprovider will also include other databases, which can correlate a propername or telephone number with a username, and ultimately to a networkaddress if the user has a computer 109 connected to the network serviceprovider. Thus, the call processing system 104 will be able to query thenetwork 112 using the proper name of the calling party and receive anetwork address in response if the user is connected. One skilled in theart will recognize that the web integrated IVR 106 could alternativelysend a query directly to the network 112 via line 114 to requestinformation about a particular user's status.

When the web integrated IVR 106 receives a network address signifyingthat the calling party computer 109 has an accessible networkconnection, the web integrated IVR 106 can send a pre-recorded voiceprompt to the calling party phone 101. The prompt can include a messageindicating that there is an accessible network computer 109 and that themenu system is available in either voice menu format or a graphical userinterface (GUI) format. Further, the GUI format can automatically bepushed to the computer 109 to facilitate user interaction with the webintegrated IVR 106. The web integrated IVR 106 can then request that thecalling party choose to continue with the voice menu format or transferto the GUI format. If the party chooses the voice menu format, a seriesof pre-recorded voice menus are sent to the calling party telephone 101.

However, if the calling party chooses to receive the GUI format, the webintegrated IVR 106 contacts a web server residing on the network 112.The web integrated IVR 106 notifies the web server that the callingparty has requested the GUI format. The web integrated IVR 106 cansupply the web server with the network address of the calling partycomputer 109, or alternatively, the web server itself can retrieve thenetwork address of the calling party computer 109.

In alternative embodiments, the web server could “push” a web page tothe calling party computer 109 or send a universal resource locator(URL) to the calling party computer 109. Pushing the web page to thecalling party computer 109 can be performed by a “webcasting”application residing on the calling party computer, for example. “Push”technology is currently available in a number of forms including, butnot limited to: Backweb, available from Backweb Technologies of SanJose, Calif.; Microsoft Internet Explorer, available from MicrosoftCorporation of Redmond, Wash.; Netscape Netcaster, available fromNetscape Communications Corporation of Mountain View, Calif.; Pointcast,available from Infogate, Inc. of San Diego, Calif. Pushing a URL to thecalling party computer 109 can be accomplished using any of the “push”technologies listed above, but may alternatively be accomplished bymerely sending the URL to the calling party computer 109 using any ofthe chat clients listed previously. The URL would provide the callingparty computer 109 a link to the web server. Upon selecting the link,the calling party computer 109 would send a request to the web server,initiating a “pull” connection between the web server and the callingparty computer 109. The web server would respond by returning a web pagecorresponding to the GUI format of the menu system.

In an alternative embodiment, among others, the web integrated IVR 106can include a system to collect information from the user via the GUIformat, and connect the calling party telephone 101 to the correctparty. This is done by compiling a database according to the callingparty's responses to a series of questions posed by the GUI and answersreceived by the web server. The web server, after collecting theinformation, could decide who the calling party should be connected toand notify the call processing system 104 to connect a call to thedesired party or service representative 115 via a connection 116 throughthe switching system 102. Alternatively, the web server could notify theweb integrated IVR 106 of the responses to the questions posed. The webintegrated IVR 106 could then decide the correct disposal of the calland notify the call processing system 104. The call processing system104 could then instruct the switching system 102 to perform theoperation. Moreover, either the web server or the web integrated IVR 106could be enabled to update a customer database on the call processingsystem, according to the answers received from the GUI format menusystem.

In a second embodiment, among others, of the current disclosure, one ofthe services of the call processing system 104 can include a webintegrated IVR service. In this embodiment, when a calling party placesa call, the call request is received at the switching system 102. Theswitching system 102 queries the call processing system 104 forsubscriber specific handling information. The call processing system 104then queries a telephone service customer profile database to find theservices to which the calling party or called party subscribe.

If the called party subscribes to the web integrated IVR service, thecall processing system 104 database has a record that indicates that thecalled party is an IVR system. The call processing system 104 thenchecks its own database or, alternatively, a network database foraccessibility of a network connection 111 associated with the callingparty. If the call processing system 104 does not find an accessiblenetwork connection 111, the call processing system 104 instructs theswitching system 102 to connect the call to the IVR system.

When the call processing system 104 finds an accessible networkconnection 111, the call processing system 104 preferably sends thecalling party a prompt. This prompt can include information about thecalled IVR system and notification that there is a GUI format menusystem corresponding to the called IVR. The call processing system 104then asks the calling party whether he or she would like to use the GUIformat instead of the voice menu format. If the calling party indicatesthat he or she would like to use the voice menu format, the callprocessing system 104 instructs the switching system 102 to connect thecalling party telephone 101 to the called IVR system. However, if thecalling party indicates that he or she would like to use the GUI format,the call processing system 104 instructs a web server to use “push”technologies to deliver a URL or a web page to the calling partycomputer, or merely send the URL to the calling party via a chat client,among other methods of initiating an interactive session with thecalling party computer 109. After receiving the calling party'sresponses to the GUI, the call processing system 104 may optionallyconnect the calling party with the desired called party or servicerepresentative via a network phone or standard analog phone.

In an alternative embodiment, among others, after finding an accessiblenetwork connection 111, the call processing system 104 could pass thecalling party computer network address to the called web integrated IVR106 and establish a connection between the web integrated IVR 106 andthe calling party telephone 101. The web integrated IVR 106 could thensend a prompt to the user indicating the availability of a GUI formatmenu, and ask the caller to choose between the voice menu format or theGUI format. If the caller chooses the voice menu format, the standardinteractive voice response system would be played. However, if thecaller indicates a preference to use the GUI format, the web integratedIVR 106 sends the network address of the calling party's computer 109 toa web server, which contains a preferably similar menu system to thatembodied in the voice menu system. The web server then initiates asession with the calling party by sending a URL or pushing a web page tothe calling party computer 109, among others. In alternativeembodiments, the calling party 100 may save the URL corresponding to theGUI format menu and use the URL at a later date. Further, afterreceiving the calling party's responses to the GUI format menu, the webintegrated IVR 106 may optionally connect the calling party with thedesired called party or service representative 115 via a network phoneor standard analog phone.

In a third embodiment, among others, of the present disclosure, the webintegrated IVR 106 is enabled to query either the network 112 or thecall processing system 104 to find the accessibility of a specificcalling party network connection 111. In this embodiment, when theswitching system 102 receives a call request, and queries the callprocessing system 104, the calling party telephone 101 will be connectedto the web integrated IVR 106. The web integrated IVR will then query anetwork database or a call processing database using the calling partyname and/or telephone number to determine if the calling party has anaccessible network connection 111 and determine the network address ofthe calling party computer 109. If the calling party has an accessiblenetwork connection 111, the web integrated IVR 106 will prompt thecalling party. The prompt indicates the availability of a GUI formatcorresponding to the voice menu system, and asks the calling partywhether they would like to use the GUI format. If the calling partyanswers in the negative, the web integrated IVR 106 will proceed insending the standard voice menu format to the calling party telephone101. However, if the calling party would like to use the GUI format, theweb integrated IVR 106 will send the calling party computer 109 networkaddress to a web server. The web server will initiate a session with thecalling party computer 109 by sending a URL to the calling partycomputer 109, or by pushing a URL or web page to the calling partycomputer 109. After the calling party completes the interaction with theGUI format menu system, the web integrated IVR 106 may connect thecalling party with the desired called party or service representative115 via network phone or standard analog phone, or update a customerdatabase on the call processing system 104.

Referring now to FIG. 2, shown is a flowchart illustrating oneembodiment, among others, of a call flow using the system of FIG. 1. Atstep 200, a call is placed to the web integrated IVR by the callingparty. As shown by step 201, the system then determines whether or notthe GUI format menu can be pushed to a calling party computer. The GUIformat menu can be pushed if a network connection is accessible at acomputer associated with the calling party. The accessibility of thenetwork connection can depend upon the presence of a connection and theavailability of the calling party. If the network connection is notaccessible, then the GUI format menu cannot be pushed, and as shown bystep 202, the voice menu is sent to the calling party's telephone.

If a network connection is accessible, the GUI format menu can bepushed, and, as shown by step 203, the system informs the calling partyof the availability of a GUI format menu. The system then asks thecalling party whether or not he or she would like to use the GUI formatmenu system, as shown by step 204. If the calling party prefers not touse the GUI format menu system, as shown by step 202, the system sendsthe standard IVR menu to the calling party telephone.

If the calling party answers affirmatively to using the GUI format menu,the system can retrieve the web interface information, as shown by step205. This information can include the network address of the callingparty, a customized menu system for the specific calling party, and anyother information that might be useful in facilitating interaction withthe calling party. As shown by step 206, the system then pushes the GUIformat menu to the calling party computer. GUI pages may be customized,as is the IVR menu, to the needs of the calling party and to facilitateinteraction between the calling party and the GUI format menu. An answerto the current GUI page can result in the next GUI page being sent tothe calling party. However, the specific GUI page sent to the callingparty depends upon the calling party's response on the current GUI page.Thus, there is true interaction between the calling party and thesystem. Moreover, the system records the calling party's responses toall previous GUI pages and uses these responses in updating customerdatabases or connecting a calling party to a desired called party orservice representative, as shown by step 207.

Referring now to FIG. 3, shown is a schematic diagram of one embodiment,among others, of the present disclosure. A calling party telephone 300may be coupled to a public switched telephone network (PSTN) 301, whichincludes a plurality of service switching points (SSPs) and may alsoemploy networks for packet voice networks. The PSTN receives callhandling information from an application server 302, such as a servicecontrol point (SCP). The application server 302 preferably resides on asecured intranet 303, which can also include an accessibility server305, an accessibility database 306, and the web integrated IVR 304. Inalternative embodiments, the web integrated IVR 304, accessibilityserver 305, and accessibility database 306 can exist on a separateintranet, among other possible arrangements. The web integrated IVR 304is coupled to a web server 307, which can reside on the internet 308.The internet 308 further includes an overlaid internet service provider(ISP) 309. The ISP 309 includes a connection to a plurality ofcomputers, and providing these computers with a connection to theinternet 308. The computer 310 is intended to show a variety of methodsby which the calling party can use a computer to connect to the internet308, each of which, among others, can be used in conjunction with thepresent disclosure. The computer 310 first shows a standard dial-up orDSL appliance. Here the computer 310 is shown connected to the ISP 309through the PSTN 301. The second type of connection shows the computer310 having a direct connection to the ISP 309, without the PSTN. Withrespect to the telephone service providers, this connection mayrepresent a cable modem or ethernet. The final connection shown is awireless system, whereby the computer 310 is connected via radiofrequency to a base station 311. The base station 311 in turn can beconnected to the ISP 309, as shown, or directly to the internet 308.

This embodiment illustrates one embodiment, among others, of the presentdisclosure whereby the telephone service provider also acts as a callcenter for the desired called party. In this embodiment the webintegrated IVR 304 resides on the secured intranet 303. When the PSTN301 receives a call to the desired called party, it queries theapplication server 302 for subscriber specific handling instructions.The application server 302 responds by instructing the PSTN 301 toconnect the call to the web integrated IVR 304. The web integrated IVR304 then sends a query to the accessibility server 305 to determinewhether there is an accessible internet connection associated with thecalling party, and the internet protocol (IP) address of the internetconnection. There is an accessible internet connection when the callingparty computer 310 has registered over the internet 308 with theaccessibility server 305. The accessibility of an internet connection inone embodiment depends upon the presence and availability of an internetconnection. According to an exemplary embodiment, presence relates tothe presence of the computer being connected to the internet, whileavailability relates to the current availability or preference of theuser. As one skilled in the art will recognize, these fields may becustomized to provide alternative accessibility standards. If there isno accessible internet connection associated with the calling party, theweb integrated IVR 304 sends the standard IVR menu to the calling party.

If there is an internet connection associated with the calling party,the web integrated IVR 304 sends a prompt to the calling party. Theprompt includes informing the calling party that a web user interface(WUI) format menu is available, and asks if the calling party would liketo use the WUI format menu. If the calling party does not choose to usethe WUI format menu, the web integrated IVR 304 sends the standard IVRmenu to the calling party telephone 300. If the calling party would liketo use the WUI format menu, the web integrated IVR can retrieve thecalling party computer 310 internet protocol address and send it to theweb server 307.

The web server 307 can then initiate a session with the calling partycomputer 310. The session can be initiated by sending the calling partycomputer 310 a URL, inviting the calling party to select the URL toinitiate the session. A chat client can be used by the web server andthe calling party computer to facilitate the sending of the URL to thecalling party computer 310. Alternatively, the session can be initiatedby using push technology to “push” the URL or the first web page of theWUI to the calling party computer 310. Push technology, alternativelyknown as “webcasting,” relies on an application residing on thesubscriber's computer to initiate a push session whereby updates arerequested by the application at regular intervals set by the user. Asone skilled in the art will recognize, many push clients currentlyexist, and each of these push clients are intended to be included withinthe present disclosure.

Once a session has been initiated, the web server 307 will send a webpage to the calling party computer 310. Each of the WUI format menu webpages sent to the calling party computer 310 can duplicate the voicemenu voice prompts. Thus, each web page sent to the calling partycomputer 310 depends upon the calling party's answer to the previousquestion. Alternatively, the WUI format menu web pages can be differentfrom the voice menu in order to take advantage of the graphical formatof the web interface. Moreover, the WUI format menu can be customizedfor each particular user, depending upon the profile of that user.

The web integrated IVR 304 can receive the information from the webserver 307, and after the WUI format menu has been completed, the webintegrated IVR 304 can adjust customer profile databases accordingly.Alternatively, the web integrated IVR 304 could use the responsesreceived from the calling party in order to instruct the applicationserver 302 to connect a call from the calling party telephone 300 to adesired called party or service representative telephone 312. Theapplication server 302 then instructs the PSTN 301 to connect a callbetween the parties. In one embodiment, among others, the desired calledparty or service representative telephone 312 may include a connectionto a data network 313. The data network 313 can be enabled to pass theinformation received from the web integrated IVR 304 to the servicerepresentative. This could enable the service representative to moreefficiently deal with the calling party.

Referring now to FIG. 4, shown is a call flow diagram detailing theoperation of the system shown in FIG. 3. First a call is placed to theweb integrated IVR 304 by the calling party. In this step, the callingparty dials a telephone number corresponding to a telephone address ofthe web integrated IVR, thus making a call request. The SSP residing onthe PSTN 301 receives the call request, and queries the applicationserver 302 for handling instructions. The application server 302responds with handling instructions and the SSP can connect the call tothe web integrated IVR 304.

In the next step, the web integrated IVR 304 checks to determine if theWUI format menu can be pushed to the calling party. The WUI format menucan be pushed to the calling party only if there is an accessibleinternet connection associated with the calling party. An accessibilityserver 305 maintains database 306 including a list of all registeredsubscribers, such that the web integrated IVR 304 can query the server305 in order to find the status of the calling party with respect tointernet connectivity. The accessibility of an internet connection inthis embodiment is determined according to whether or not a computer 310is present on the network 308, and whether or not a user is available atthe computer 310. However, in alternative embodiments, the accessibilityof an internet connection could be made contingent upon a number ofother circumstances, including preference of the user.

The third step uses voice interaction to notify the calling party that aWUI format menu is available, and asks for the caller's preference onusing the WUI format menu. Similar to a standard IVR system, the webintegrated IVR 304 plays a pre-recorded message (understood to includeother types of prompts as well) to the calling party. The pre-recordedmessage includes notification of the WUI format availability and asksthe calling party if the WUI format menu is preferred. The webintegrated IVR 304 then awaits the calling party response prior toperforming the next step.

The fourth step involves requesting that the web server 307 establish asession with the calling party. To do this, the web integrated IVR 304passes the web server 307 information about the calling party. Theinformation passed can include the calling party computer's IP address,the calling party's name, and the calling party's customer profile.

Next, the web server 307 pushes the WUI format menu to the calling partycomputer 310 and interacts with the calling party. According to anexemplary embodiment, push technology involves the use of an applicationrunning on the calling party's computer. It allows another computer tosend information to the computer without the explicit request for theinformation. The information pushed to the calling party computer couldinclude a URL or a web page. The WUI format may include a series ofmenus similar in substance to the IVR system menus.

After completing the interaction with the calling party computer 310,the next step involves the web server relaying the information compiledto the web integrated IVR. Finally, the call is ended, or the webintegrated IVR 304 routes the call to the desired called party orservice representative 312 based on the calling party's instructions. Inorder to route the call, the web integrated IVR 304 may notify theapplication server 302 or an SSP that a call should be connected betweenthe calling party and the desired called party or service representative312.

In alternative embodiments, among others, the web integrated IVR 304,upon receiving updates from the calling party can adjust the customerprofile as recorded at the application server 302 according to thecalling party's instructions. Furthermore, the web integrated IVR 304may be enabled to exchange information regarding the calling partyresponses to the WUI format menu to the desired called party or servicerepresentative 312 upon connection. Thus, the desired called party orservice representative 312 will be better able to efficiently assist acalling party with questions about service or other problems.

Referring now to FIG. 5, shown is an alternative embodiment of thepresent disclosure. Again the calling party telephone 500 is coupled tothe PSTN 501, which is coupled to the application server 502, whichresides on a secured intranet 503, and gives handling instructions tothe PSTN 501. The secured intranet also includes an accessibility server504 and an accessibility database 505. The accessibility server iscoupled to the internet 506 and keeps track of the status of a pluralityof subscribers' internet connections.

An internet connection can be established from a calling party computer507 through an ISP 508 over the PSTN 501, such as by using a DSL modemor analog modem. However, an internet connection can be established innumerous ways, such a cable modem, wherein the computer 507 is connecteddirectly to the ISP 508. Further, the computer 507 could be connecteddirectly to the internet, or can go communicate via RF with a basestation 509 which is connected to the internet. One skilled in the artwill recognize numerous other ways to connect to the internet, each ofwhich is intended to be within the scope of the present disclosure.

In this embodiment of the disclosure, the PSTN 501 is coupled to aprivate branch exchange web integrated IVR 510 or a web integrated IVR510 residing with another telephone service provider. The web integratedIVR 510 is coupled to a web server 511 to provide a WUI format menu tocalling parties. The web integrated IVR 510 can be further coupled tothe accessibility server 504 to retrieve accessibility information andto a desired called party or service representative 512 to ultimatelyconnect the call according to the calling party's instructions. Thesystem shown in FIG. 5 can use a call flow diagram substantially similarto the call flow diagram of FIG. 4 and can operate according to the callflow diagram shown in FIG. 6.

Referring now to FIG. 6, shown is one embodiment, among others, of acall flow diagram illustrating the operation of the system, as shown inFIG. 5. First a call is made by the calling party to the web integratedIVR 510 system. The call request may be received at the PSTN 501, andthe PSTN 501 will query the application server 502 for handlinginstructions. The application server 502 will check the telephoneservice customer database to find the handling instructions, anddetermine to which services the called party subscribes. These servicescan include an internet accessibility search to determine whether thecalling party has an accessible internet connection.

Once it has been determined that that the calling party has an internetconnection, the third step is to route the call to the web integratedIVR 510 along with the network address of the calling party. Theapplication server 502 can do this by instructing the PSTN 501 toconnect the calling party call request to the web integrated IVR 510 anduse a signaling network within the PSTN 501 to pass the calling partyinformation to the web integrated IVR 510.

During the next step in the call flow diagram, the web integrated IVR510 sends the calling party a pre-recorded message indicating that a WUIformat menu is available and elicits a response from the calling party.The pre-recorded message can be a standard IVR message which asks theuser whether the WUI format is preferred. The user may respond bypressing a number indicating the user's preference. However, inalternative embodiments, the web integrated IVR 510 may be equipped withspeech recognition software that can understand the user's spokenpreference.

Provided that the calling party indicates a preference for the WUIformat, the web integrated IVR 510 passes the calling party informationto a web server 511. The web server 511 generally contains logicenabling the web server 511 to send web pages to a plurality of networkusers.

The web server 511 in the next step initiates a session with the callingparty by sending a WUI format menu to the calling party computer 507 andinteracting with the calling party. The session can be established bypushing a whole web page or merely a URL. The pushing may be facilitatedby a push application residing on the calling party computer 507,however, it can also be facilitated by a chat client residing on thecalling party computer 507.

After interacting with the calling party, the web server 511 sends theinformation collected from the calling party during the session to theweb integrated IVR 510. As one skilled in the art will recognize thisstep can occur during the web server interaction with the calling party.Moreover, the web server 511 may receive instructions from the webintegrated IVR 510 to determine which web pages are sent to the callingparty computer 507.

In the eighth step, the web integrated IVR 510 can update the callingparty's profile on the application server 502 according to the callingparty's instructions. In addition the web integrated IVR 510 can end thecall or route the call to the desired called party or servicerepresentative 512 based on the calling party's instructions. Moreover,as one skilled in the art will recognize, either or both of thesefunctions can be performed at the end of the calling party's interactionwith the web integrated IVR 510.

Referring now to FIG. 7A, shown is a block diagram of one embodiment,among others, of the present disclosure. In this embodiment, a callingparty location 700 includes a telephone 701. The telephone 701 may becoupled to a call processing system 704 via connection 705. The callprocessing system 704 generally includes a customer database. Thecustomer database can include specific handling information and callrouting information. The routing information is used to connect the callto the proper party, while the specific handling information encompassesthe individual services to which the calling or called partiessubscribe. In one embodiment, among others, of the current disclosure,one of the services can include a call center provided by the telephoneservice provider. In one embodiment of the present disclosure, the IVRcould be a web integrated IVR 706. The telephone 701 may be, but is notlimited to, a standard plain-old telephone service (POTS) telephone 701operating substantially within the POTS frequency range. For example, insome embodiments, the telephone 701 may be a wireless telephone or anetwork telephone, such as one utilizing voice over internet protocol(VoIP) technology, among others.

As such, in some embodiments, the connection 705 may be, but is notlimited to, an Internet connection from a network telephone to the callprocessing system 704. For example, the telephone 701, in someembodiments, is coupled to a gateway system (not shown) throughconnection 705 via VoIP technology, for example. The gateway system isoperable to connect calls from a network phone to a switching system(not shown). Alternatively, a network telephone 701 may communicatedirectly with the call processing system 704 over an internet connectionvia VoIP technology. Further, in some embodiments, the network phone isalso operable to display video communications from the Internet inaddition to audio communications being transmitted over connection 705.

As such, a communication device 751 of a calling party, such astelephone 701, may be involved in point to point communications (e.g.,point to point VoIP communications) with a communication device 752 of acalled party via a communications network 760, as shown in FIG. 7B. Viaan application server 761, a called party, such as an IVR service, isinstructed on capabilities of the communication device of the calledparty, such as to whether the communication device is capable ofsupporting interactive menus in a graphical format. Accordingly, theapplication server 761 checks a database 762 maintaining a profile forthe called party describing communication devices and servicesassociated with the called party.

Referring back to FIG. 7A, the web integrated IVR 706 can receiveincoming calls and provide an interactive voice response service to acalling party. The web integrated IVR 706 can also send queries to thecall processing system via line 708. When an incoming call is received,the web integrated IVR 706 can send a query to the call processingsystem 704 to determine whether or not the calling party has a computerwith an accessible connection to the network. As shown, each of thecalling party locations in FIG. 7A include a computer 709 having a modem710 or other network interface, with an accessible connection 711 to thenetwork 712, whether the connection is wireless or wireline based. Thenetwork connection may include, alternatively, a standard modem, a cablemodem, a digital subscriber line, an ethernet connection, or any othermethod which provides computer connectivity to a computer network.

The call processing system 704 is coupled to the network 712 via line713, and can include a database comprising a list of users withaccessible network connections. The call processing system 704 cancompile this database through a registration application residing on thecalling party computer which sends a registration request through thenetwork 712 to the call processing system 704, connected to the networkvia line 713. The registration application could be a customapplication, or even an instant messaging client residing on the callingparty computer 709, among others.

Alternatively, the call processing system 704 could receive the queryfrom the web integrated IVR 706, and relay the query to the network 712.However, in order to do this the web integrated IVR 706 should haveaccess to the applicable network database. Furthermore, the webintegrated IVR 706 needs a way to map the calling party's telephonenumber (or other identification) to a network address. The networkservice provider providing network access to the calling party mayinclude a database that dynamically assigns network addresses to itsusers as they log on and log off of the network 712. The network serviceprovider will also include other databases, which can correlate a propername or telephone number with a username, and ultimately to a networkaddress if the user has a computer 709 connected to the network serviceprovider. Thus, the call processing system 704 will be able to query thenetwork 712 using the proper name of the calling party and receive anetwork address in response if the user is connected and/or receive atelephone number assigned to the user. One skilled in the art willrecognize that the web integrated IVR 706 could alternatively send aquery directly to the network 712 via line 714 to request informationabout a particular user's status.

In accordance with one embodiment, among others, of the presentdisclosure, by knowing the network address being utilized by a user anda telephone number associated with the user, the ability exists to linka voice session utilizing a voice menu format with a graphical sessionutilizing a web integrated IVR 706. In addition, a user who initiates avoice session via the voice menu format may be prompted to choose tolaunch an accompanying graphical session via the web integrated IVR 706,while in the midst of the voice session. Therefore, the content of thegraphical session can match or correspond to the same point within thecurrent voice session. In some embodiments, a voice session may bedetected by the call processing system 704 or web integrated IVR system706 to be an IP-based voice session, such as one based on VoIPtechnology. In this case, the web integrated IVR system 706 may launch agraphical session without prompting the calling party, since it isdetermined that the calling party is utilizing a network device capableof internet communications. Therefore, in some embodiments, a profile ofthe device being utilized by the calling party during a voice sessionmay determine whether the calling is provided a prompt to choose tolaunch a graphical session.

Correspondingly, in some embodiments, a user may initiate a graphicalsession of a web integrated IVR 706 from a web page of a serviceprovider. During the graphical session, the user may further decide thathe or she would like to initiate a voice session utilizing a voice menuformat also. Accordingly, since the telephone number of the user isassociated with the network address of the user, a voice session can belaunched and started at the point corresponding to the information beingshown in the current graphical session.

Further, in some embodiments, graphical and voice sessions may proceedsimultaneously. Therefore, a user may choose to interact using bothvoice and graphical sessions concurrently or synchronously. As such,each session may be responsive to the other and in sync with the other.For example, if a user opts to talk with a service representative doinga voice session, the service representative also has access to theinformation being shown to the user and to any information provided bythe user via a concurrent graphical session, since the graphical sessionis tracked via the network address associated with user. Therefore, insome embodiments, a web page provided by the web integrated IVR 706 isassociated with information provided in a voice session and is not astandard web page that may be visited by any general user in an internetsession. Audio information being provided in a voice session, in someembodiments, is supportive of graphical information being provided in agraphical session and vice versa. Thus, a user may select to participatein a multimodal interactive sessions where information is presented viaan audio session and a graphical session. Also, while informationprovided in a voice session may be presented in a serial format wherechoices or options are presented in a list or series, informationprovided in a graphical session may be presented in a non-linear fashionand provide a multitude of options across a variety of subject areas atone time. As such, a graphical session may present more options (andmore information in general) to a user than a voice session, in someembodiments.

As previously mentioned, when the web integrated IVR 706 receives anetwork address signifying that the calling party computer 709 has anaccessible network connection, the web integrated IVR 706 can send avoice prompt to the calling party phone 701. The prompt can include amessage indicating that there is an accessible network computer 709 andthat the menu system is available in either voice menu format and agraphical user interface (GUI) format. Further, the GUI format canautomatically be pushed to the computer 109 to facilitate userinteraction with the web integrated IVR 706. The web integrated IVR 706can then request that the calling party choose from one or more optionsthat may include one or more of the following: (a) to continue with avoice menu format (voice session) and not commence with a GUI format(graphical session); (b) to proceed with a GUI format (graphicalsession) and discontinue the current voice session; (c) to proceed witha GUI format (graphical session) and continue the current voice session;and (d) discontinue the current voice session and not proceed with thegraphical session.

Where the calling party chooses to receive the GUI format, the webintegrated IVR 706 contacts a web server residing on the network 712.The web integrated IVR 706 notifies the web server that the callingparty has requested the GUI format. The web integrated IVR 706 cansupply the web server with the network address of the calling partycomputer 709, or alternatively, the web server itself can retrieve thenetwork address of the calling party computer 709.

In alternative embodiments, the web server could “push” a web page tothe calling party computer 709 or send a universal resource locator(URL) to the calling party computer 709. Pushing the web page to thecalling party computer 709 can be performed by a “webcasting”application residing on the calling party computer, for example. Pushinga URL to the calling party computer 709 can be accomplished using any ofthe “push” technologies previously mentioned, or may alternatively beaccomplished by merely sending the URL to the calling party computer 709using any of the chat clients listed previously. The URL would providethe calling party computer 709 a link to the web server. Upon selectingthe link, the calling party computer 709 would send a request to the webserver, initiating a “pull” connection between the web server and thecalling party computer 709. The web server would respond by returning aweb page corresponding to the GUI format of the menu system.

In an alternative embodiment, among others, the web integrated IVR 706can include a system to collect information from the user via the GUIformat, and connect the calling party telephone 701 to a correct party,such as a particular service representative, that is capable of handlingthe calling party's questions or issues. This is done by compiling adatabase according to the calling party's responses to a series ofquestions posed by the GUI and answers received by the web server. Theweb server, after collecting the information, could decide who thecalling party should be connected to and notify the call processingsystem 704 to connect a call to the desired party or servicerepresentative via a connection through a switching system (not shown).Alternatively, the web server could notify the web integrated IVR 706 ofthe responses to the questions posed. The web integrated IVR 706 couldthen decide the correct disposal of the call and notify the callprocessing system 704. The call processing system 704 could theninstruct a switching system to perform the operation, including theoperation of initiating a voice session to accompany or replace apre-existing graphical session. Moreover, either the web server or theweb integrated IVR 706 could be enabled to update a customer database onthe call processing system 704, according to the answers received fromthe GUI format menu system.

In one embodiment, among others, of the current disclosure, one of theservices of the call processing system 704 can include a web integratedIVR service. In this embodiment, when a calling party places a call, thecall request is received at a switching system. The switching systemqueries the call processing system 704 for specific handlinginformation. The call processing system 704 then queries a telephoneservice customer profile database to find the services to which thecalling party or called party subscribe.

If the called party subscribes to the web integrated IVR service, thecall processing system 704 database has a record that indicates that thecalled party is an IVR system. The call processing system 704 thenchecks its own database or, alternatively, a network database foraccessibility of a network connection 711 associated with the callingparty. If the call processing system 704 does not find an accessiblenetwork connection 711, the call processing system 704 instructs aswitching system to connect the call to the IVR system for a voicesession.

When the call processing system 704 finds an accessible networkconnection 711, the call processing system 704 preferably sends thecalling party a prompt. This prompt can include information about thecalled IVR system and notification that there is a GUI format menusystem corresponding to the called IVR. The call processing system 704then asks the calling party whether he or she would like to solely usethe voice menu format (voice session); use the GUI format (graphicalsession) instead of the voice menu format; or use the voice menu format(voice session) concurrently with the graphical menu format (graphicalsession), for some embodiments. If the calling party indicates that heor she would like to solely use the voice menu format, the callprocessing system 704 instructs a switching system to connect thecalling party telephone 701 to the called IVR system. However, if thecalling party indicates that he or she would like to use the GUI format,the call processing system 704 instructs a web server to use “push”technologies to deliver a URL or a web page to the calling partycomputer, or merely send the URL to the calling party via a chat client,among other methods of initiating an interactive session with thecalling party computer 709. After receiving the calling party'sresponses to the GUI, the call processing system 704 may optionallyconnect the calling party with the desired called party or servicerepresentative via a network phone or standard analog phone, aspreviously mentioned.

In an alternative embodiment, among others, after finding an accessiblenetwork connection 711, the call processing system 704 could pass thecalling party computer network address to the called web integrated IVR706 and establish a connection between the web integrated IVR 706 andthe calling party telephone 701. The web integrated IVR 706 could thensend a prompt to the user indicating the availability of a GUI formatmenu, and ask the caller to choose between the voice menu format or theGUI format or an interactive session involving both. If the callerchooses the voice menu format, the standard interactive voice responsesystem would be played.

Further, if the caller indicates a preference to use the GUI format, theweb integrated IVR 106 sends the network address of the calling party'scomputer 109 to a web server, which may contain, but is not limited to,a similar menu system to that embodied in the voice menu system. The webserver then initiates a graphical session with the calling party bysending a URL or pushing a web page to the calling party computer 109,among others. In alternative embodiments, the calling party 100 may savethe URL corresponding to the GUI format menu and use the URL at a laterdate. After the graphical session has commenced, the voice session maybe terminated if the calling party has opted to discontinue the voicesession. Otherwise, the voice session continues concurrently with thegraphical session, if the calling party opts for an interactive sessioninvolving both a voice session and a graphical session.

Further, the web integrated IVR 106 may optionally connect the callingparty with the desired called party or service representative 115 via anetwork phone or standard analog phone, in accordance with a receivedresponse to the GUI format menu from the calling party. In addition, ifmore than one voice or graphical session is active at a time, a user mayterminate one of the sessions via options presented on the respectivemenu formats for the voice and graphical sessions. Correspondingly, ifone session is active at a given time, a user may activate an additionalsession by selecting an option from a respective menu format within avoice or graphical session, in some embodiments.

Note, in some embodiments, a voice menu structure for a voice sessionmay not be the same as a GUI menu structure for a graphical session.Further, the menu structures for respective sessions may allowsimultaneous functions. For example, in one embodiment, while a user isinvolved with a voice session, a GUI format menu in a graphical sessionmay offer the user an option 820 to view the user's last bill, asdemonstrated in the web page 810 of FIG. 8. Correspondingly, in someembodiments, a game may be incorporated into the GUI format menu so thata user can play a game while involved in a graphical session.

Further, a user may terminate a voice session (at the beginning or inthe middle of the voice session, for example) and continue with agraphical session. Correspondingly, a user may start a voice sessionfrom a graphical session if the user chooses, in some embodiments. Onepertinent element of this concept is the ability of a voice session (orthe underlying logic) to be aware of a graphical session and the linkageof activity between voice and graphical sessions. As such, voicecommunications over a voice session may correspond to, but not be thesame as, information being displayed within a graphical session.

Referring now to FIG. 9, additional features of one embodiment, amongothers, of a web page 910 for a graphical session includes a GUI formatmenu featuring advertising options 920 and options 930 for purchasinggoods and/or services online. In this way, while a user is involved in agraphical session, the user can also view advertising and/orproducts/services about which the user may be interested in learningmore.

Additionally, GUI format menus can include options 1020 for viewingvideo clips or transmissions, as shown in a web page example 1010 inFIG. 10, that the user may find helpful. Also, GUI format menus alsomay, but are not limited to, open multiple windows and initiate programs(chat application, e-mail applications, web browser, instant messagingapplication, video conferencing tools, flash applications, activeapplications, etc.) and avatars or graphical representationsrepresenting the calling party or the called party (including animatedvirtual representations). Further, communications between graphicalsessions and the web integrated IVR 706 and/or call processing system704 may be encrypted and authenticated to prevent misuses byunauthorized persons or outsiders to ensure to a user thatcommunications are secure and protected. As such, either the calledparty or the calling party or both may have to authenticate itself(e.g., providing a password or some other piece of private information)before an interactive session may proceed. Encryption and authenticationoptions may be provided, in some embodiments, for the GUI format menuthat are configurable by a user. As such, a user may configure differentlevels of encryption or authentication to be applied toward the GUIformat menu.

Note also, in some embodiments, interactions during an IVR session(whether graphical or voice) are recorded by the web integrated IVR orcall processing system 704. This information may be used by a by acalled party, such as an IVR system, to update a customer database ormay be used by a calling party to document the IVR session.

Referring now to FIG. 11, some embodiments of a GUI format menus displayinformation regarding a party who is participating in thecommunications. In the example 1110 shown, a user is involved in agraphical session with a sales representative named Julie, as indicatedin the figure by pointer 1120. Therefore, in one scenario, the user maybe talking concurrently or in sync to Julie during a voice session asJulie explains information being shown to the user over the GUI formatmenu in a graphical session.

In accordance with one embodiment, if a user requests to communicatewith a service representative or some other resource that is temporarilyunavailable, a web page corresponding to the GUI format menu systemoptionally provides a WAIT button 1220, which when selected,automatically places the request on hold and provides an alert eithervisual, audio or both when the party or resource at the other end of therequest is available, as shown in FIG. 12, as an illustrative example1210. As shown, this feature may include a graphical display of time 830for how long a user has been waiting and/or how much longer the user isexpected to wait, as shown in FIG. 8. In general, sensory feedback(e.g., vibration, sound effects, etc.) may also be used to inform a userof the status of IVR actions. Also, in some embodiments, a user mayprovide commands or input to the GUI interface format menu via sensoryinput controls or biofeedback controls (in addition to using a mouse,keyboard, etc.). For example, a user may interact with a GUI interfaceformat menu via signals provided by a user's heart rate, skinconductivity, eye patterns, voice, breathing, etc.

Based on information obtained during an interactive session, a format ofan IVR menu may be customized according to a particular user or caller.For example, a web page corresponding to a GUI format menu may becustomized according to information provide by a caller during a voicesession. Further, a web page corresponding to a GUI format menu may alsobe customized in accordance with information associated with the sourceof the call (e.g, call location, phone number, type of call, etc.) orinformation associated with a customer in one or more databases (e.g.,customer database, service database, device database, etc.).

Examples include, but are not limited to, a particular language beingused in an IVR menu (whether voice and/or GUI); size of images featuredon a web page corresponding to a GUI format menu; and audio volume usedin IVR menus and associated web pages; advertising being featured in aninteractive session—whether audio or graphical or single modeadvertising or multimodal advertising (combination of audio, image, orvideo communications within a voice session, a graphical session, orboth); and personalized options provided in IVR menus (e.g., if acustomer purchased a car, then a menu option for repair services isfeatured).

For example, in one scenario, a calling party may be utilizing a GUIformat menu with regard to a product previously purchased by the callingparty. Information stored in a database accessible by a web integratedIVR system may show that the calling party had previously purchased theproduct. This information is accessed and retrieved by the webintegrated IVR system. As such a web page corresponding to the GUI menuformat system may display a link 1130 offering accessories for sale forthe product previously purchased by the calling party, as shown in FIG.11. Thus, information maintained in a database about a user (e.g., pasttransactions, personal preferences, address, age, etc.) may be used tocustomized and control an interactive menu format provided to the user.

Referring now to FIG. 13, shown is a flowchart illustrating oneembodiment, among others, of a call flow using the system of FIG. 7A. Atstep 1300, a first interactive session is established by the webintegrated IVR 706 between a calling party and the called party. Thefirst interactive session may be a voice session or a graphical session.As shown by step 1301, the system then determines whether or not asecond interactive session can be activated for the calling party. Forexample, if the first interactive session is a voice session, then thesystem determines whether a graphical session can be activated for thecalling party as a second interactive session or vice versa.

If a second interactive session is capable of being activated, thesystem then activates the second interactive session, as shown by step1302. In some embodiments, the calling party may be prompted to chooseto activate the second interactive session. Although, in some otherembodiments, the second interactive session may be activatedautomatically by the system.

It should be emphasized that the above-described embodiments of thepresent disclosure are merely possible examples of implementations setforth for a clear understanding of the principles of the disclosure.Many variations and modifications may be made to the above-describedembodiment(s) of the present disclosure without departing substantiallyfrom the principles of the present disclosure. All such modificationsand variations are intended to be included herein within the scope ofthis present disclosure.

1. A web integrated interactive voice response system, comprising: aninteractive voice response system adapted to provide a plurality ofvoice menus to a user over a telephone; and a graphical user interfacesystem adapted to provide a plurality of menus in a graphical format tothe user over a network connection, wherein information provided in thevoice menus corresponds to information provided in the menus in thegraphical format and is responsive to commands received by the graphicaluser interface system from the user.
 2. The system of claim 1, whereininformation provided in the menus in the graphical format is responsiveto commands received by the interactive voice response system via thevoice menus.
 3. The system of claim 1, further comprising: a webintegrated interactive voice response system configured to check theaccessibility of the network connection with respect to the user, andbeing further configured to instruct the graphical user interface systemto provide the menus in the graphical format when the network connectionis accessible.
 4. The system of claim 1, wherein information provided inthe interactive voice response system is in sync with information beingdisplayed by the graphical user interface system.
 5. The system of claim1, wherein a session associated with the interactive voice responsesystem is initiated before a session associated with the graphical userinterface system is initiated.
 6. The system of claim 1, wherein asession associated with the interactive voice response system isinitiated after a session associated with the graphical user interfacesystem is initiated.
 7. The system of claim 1, wherein a sessionassociated with the interactive voice response system continues when arelated session associated with the graphical user interface session isterminated and a session associated with the graphical user interfacesession continues when a related session associated with the interactivevoice response system is terminated.
 8. The system of claim 1, whereinthe graphical user interface system is configured to: display a virtualrepresentation of a called party to the user in a web page correspondingto the menus in the graphical format; alert the user with sensoryfeedback for a new action performed by the graphical user interface; andreceive a signal from the user for selecting an option presented in themenus in the graphical format, the signal based on a biofeedbackresponse from the user.
 9. A method for providing an interactiveresponse menu to a user, the method comprising: sending a graphical userinterface format over a network to the user; and sending a voice menuformat to the user, wherein information provided in the voice menuformat corresponds to information provided in the graphical userinterface format.
 10. The method of claim 9, wherein the graphical userinterface format is sent after a session involving the voice menu formatis started, the method further comprising the step of: checking for anaccessible network connection associated with the user before sendingthe graphical user interface format.
 11. The method of claim 10, furthercomprising the step of: pushing a web page corresponding to thegraphical user interface format to the user based upon a telephoneaddress being utilized by the user.
 12. The method of claim 9, whereinthe voice menu format is sent after a session involving the graphicaluser interface format is started, the method further comprising the stepof: prompting the user to choose to interact via a voice menu formatfrom a web page corresponding to the graphical user interface format.13. The method of claim 12, further comprising the step of: routing atelephone call to the user based upon a network address being utilizedby the user.
 14. The method of claim 9, further comprising the step of:customizing information provided in the graphical user interface formataccording to information maintained in a profile database for the user.15. The method of claim 9, wherein the information provided in the voicemenu format is responsive to a command provided by a user via thegraphical user interface format and vice versa.
 16. The method of claim9, further comprising the step of: linking a session involving agraphical user interface format with a session involving a voice menuformat.
 17. A computer readable medium having a program for facilitatinga graphical user interface menu format, the program comprising the stepsof: sending a web page corresponding to a graphical user interface menuformat to a user; receiving a command in response to an option displayedin the graphical user interface menu format; displaying graphicalinformation in response to the command in a web page corresponding tothe graphical user interface menu format; and presenting audioinformation in response to the command in a voice menu format to theuser, the audio information in the voice menu format corresponding tothe graphical information in the graphical user interface menu format.18. The medium of claim 17, the program further comprising the step of:customizing information provided in the web page corresponding to thegraphical user interface menu format according to information maintainedin a profile database for the user.
 19. The medium of claim 18, whereininformation displayed in the web page corresponding to the graphicaluser interface menu format is related to information being described inthe audio information corresponding to the voice menu format.
 20. Themedium of claim 18, wherein information displayed in a web pagecorresponding to the graphical user interface menu format is responsiveto a command received from a user via the voice menu format.